The role of web-based systems in improving business processes using simulation approach (Case study: Credit card)

Despite advances in information technology, many banks continue to carry out their business processes in a traditional, paper-based manner, using Internet-based tools can be a reliable and fast way to improve performance. Thus, the purpose of this paper is to investigate the influence of Internet-based systems on the work process using business process simulation. A case study is carried out on the Credit Card process in an Iranian bank. All the components of this process are modeled using the principles of business process simulation, and then it shows how different scenarios can be evaluated. The research reveals that using web-based systems in the process can improve the bank's performance. The results reveal that indicators such as cycle time, waiting time in the operator's queue, and operators’ desirability can all be improved. The data generated in the simulation process can be used in feasibility studies and the eligibility of the TO-BE situation. Also, the structure and approach of the presented method can be adopted in financial services and aid the decision-making process. Although several types of research on business processes and simulation have been presented, they rarely work on real examples with the application of web-based services.